Forthcoming articles


International Journal of Business Excellence


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International Journal of Business Excellence (86 papers in press)


Regular Issues


  • People Process Excellence and Business Outcomes A Structural Equation Modeling based analysis   Order a copy of this article
    by Krishnamurthy Kothandaraman, T.J. Kamalanabhan 
    Abstract: People Capability Maturity Model (PCMM) developed by Carnegie Mellon is one of the foremost business excellence models in the people management area and this model has been extensively applied in the technology services industry. This paper attempts to link through a conceptual framework the various people process excellence variables of PCMM to the state of organizational maturity attained as well as the consequent business outcomes. The framework has been validated empirically with data from 521 participants in the technology services industry in an emerging market context. Confirmatory Factor Analysis techniques have been used to validate and develop a measurement model. Such a model is further refined using basic Structural Equation Modeling (SEM) techniques to make it more robust. The results of SEM are critically evaluated in comparison with corresponding regression modeling results. The findings of this research study validate that people excellence variables positively influence organizational maturity and this further leads to beneficial business outcomes across staff, firm and customer dimensions.
    Keywords: People Process Maturity; Business Excellence; Organizational Maturity; SEM; PCMM; Business Outcomes.
    DOI: 10.1504/IJBEX.2018.10004546
  • Study on liquidity of Indian banks: An empirical analysis of scheduled commercial banks   Order a copy of this article
    by Anamika Singh, Anil Kumar Sharma 
    Abstract: We study the impact of profitability, net interest margin, non-performing assets, capital adequacy ratio, bank size, deposits and cost of funding on liquidity of Indian banks. To examine this relationship, we have taken annual data pertaining to 64 Indian banks from the period 2000 to 2014. Banks considered include all private, foreign and public sector banks operating in India from 2000 to 2014. Using fixed effect estimates, we find that capital adequacy ratio, deposits and profitability influence Indian bank liquidity positively while bank size, non-performing assets and net interest margin affect Indian bank liquidity negatively. Cost of funding does not affect liquidity of Indian banks significantly. Findings of our study have significant implications for bankers, policy makers and researchers advocating the relationship of liquidity and factors such as bank size, profitability, net interest margin, non performing assets, capital adequacy ratio, cost of funding and deposits and highlighting the possible reason behind that. The study would help in appropriate policy formulation, decision making and maintaining adequate liquidity in the banking system.
    Keywords: Bank size; Profitability; Non-performing assets; Liquidity; Fixed effect estimates.

  • Investigation and analysis of public speaking skills of engineers using DMAIC path   Order a copy of this article
    by Nikhil K. Mehta, Diana Purushothaman, Srikar Chennamsetty 
    Abstract: Literature suggests clear need to work on the public speaking skills of engineers. In such pursuance, pedagogies involving active experimentation and reflective observation have been valued. In this endeavor, an effort was made to design such a pedagogy. DMAIC principles (Define, Measure, Analyze, Improve, and Control) were used to reduce the variations in associated human fallibilities. Quality circles were created to establish benchmarks, accurate goals, and reduce variations in human fallibilities in public speaking. Association between treatment and performances of engineers were determined using nonparametric tests. Against 1320 total opportunities given to 55 engineers, percentage yield was found to be 38.71% at process sigma of 1.21.
    Keywords: Six Sigma; DMAIC; Public Speaking; Communication Pedagogies; Engineers;Anxiety.

  • A study on performance of telecom service market: Case of Karnataka, India   Order a copy of this article
    by Sadhna Shukla, T.N. Roopa 
    Abstract: The purpose of this study is to develop a performance model for telecom service providers to evaluate their performance in the telecom service market using non-financial indicators such as customer perceived network quality, service quality perception, customer care services, customer satisfaction and overall brand equity. Structural equation modelling was used to analyse the data collected from respondents of Karnataka telecom circle. The main findings of the study indicate that customer satisfaction, customer perceived network quality, service quality perception and customer care services positively influences performance of the telecom service market. There are few related studies with the non-financial indicators and their influences on the performance of telecom industry. In this paper, attention is paid to construct a performance measurement model using non-financial performance measures in Indian telecom service market. This study offers insights for telecom service providers to understand the non-financial determinants of performance.
    Keywords: Customer perceived network quality; Customer care services; Customer satisfaction; Overall brand equity; Service quality perception; Telecom Circle.

  • Comparing the Life-Cycles of Service Sales Between Buyers and Sellers in Business Relationships Through a Teleological Lens.   Order a copy of this article
    by Rocio Rodriguez, Goran Svensson, Sergio Nicolas 
    Abstract: Purpose: To compare the life-cycles of service sales between buyers and sellers in business relationships by means of teleological approaches: transformative ad hoc and present-based actions; formative pre-determined and past-based actions; and rationalist goal-directed and future-based actions. Design/Methodology/Approach: A quantitative case study approach was applied; based on 57 service sales in business relationships between a software provider and private hospitals in Spain. Findings: The life-cycles of service sales between buyers and sellers in business relationships turn out to be different, when viewed through the lens of teleological approaches. The sellers life-cycle starts with a formative stage, followed by rationalist and transformative stages. The buyers life-cycle begins with a transformative stage, followed by formative and rationalist ones. Both end with a formative stage. Research Implications: Teleological approaches enable a framing of the different life-cycles of service sales between buyers and sellers in business relationships. They also stress the need to be aligned, so as to maintain a prosperous business relationship. Managerial Implications: The teleological stage of both negotiators (seller and buyer) affects individual interest in achieving the best potential deal for the respective organisations, as well as the quality of the negotiation. The companies must know what teleological approach their employees are following, in order to achieve the best results. Originality/Value: This study adds a complementary theoretical perspective on the life-cycles of service sales between buyers and sellers in business relationships.
    Keywords: teleological approaches; sales; service encounter; B2B.

  • The Effect Effectiveness of Human Resource Management Practices on Organizational Effectiveness (Case study: Isfahan Petrochemical Company)   Order a copy of this article
    by Hadi Teimouri, Seyed Hasan Hosseini, Marzieh Imani, Ensieh Bagheri 
    Abstract: The main objective of the present survey is to study the Effect Effectiveness of Human Resource Management Practices on Organizational Effectiveness. It is applicable from objective aspect and descriptive- field- cor relational from methodological aspect. The statistical population included all experts and managers of the Isfahan Petrochemical Company. The stratified random sampling method was employed for sampling and the sample size was estimated equal to 140. The required information on research literature was collected using historical study (academic books and journals) and the data required to confirm or reject the hypotheses was collected via researchers self-made questionnaire with acceptable reliability and validity. The results disclosed that there is a positive and significant relationship between effectiveness of human resource management actions in various fields of training, selection and recruitment, compensation and performance evaluation with organizational effectiveness
    Keywords: Effectiveness of Human Resource Management Practices; Organizational Effectiveness; Isfahan Petrochemical Company rnrn.

  • Does the change of income tax rates lead to income smoothing practices in a sound corporate governance environment?   Order a copy of this article
    by Martin Surya Mulyadi, Yunita Anwar, Monica  
    Abstract: Income smoothing alters revenues from one year to another due to several motivations. Prior research documented that taxation issue may motivate the company to smooth its income. Furthermore, it also well documented that corporate governance can avoid income smoothing practices. However, on the contrary, we did not find that change of income tax rates in Indonesia and Singapore leads to income smoothing in both countries. Furthermore, we also conclude that only selected corporate governance mechanism serves as an effective barrier to income smoothing practices. We also find several contrary findings of corporate governance mechanism that may be caused by big number of publicly listed family companies both in Indonesia and Singapore.
    Keywords: income smoothing; income tax rates change; corporate governance.

  • Influence of Human Resource Practices on Facultys Intention to Stay in Higher Education Management Institutes   Order a copy of this article
    by Anchal Gupta, Gomathi Shanmuga Velayutham 
    Abstract: This research article attempts to study the influence of human resource practices namely, work environment, compensation, training and development and organizational support on facultys intention to stay. A survey was conducted using convenience sampling method wherein 150 questionnaires were distributed to faculty members working in higher education management institutes in Delhi, India. The completed questionnaires that could be used for analysis were of 102 respondents. Data analysis was carried out using descriptive statistics, categorical regression, part and partial correlation. Compensation depicted most significant influence on facultys intention to stay with the institution. Work Environment and Training and Development also exhibited a positive correlation with intention to stay. The study highlights the need for education institutes to focus on providing a healthy work environment, competitive compensation and skill development of faculty members leading to an enhanced research and teaching which thereby would help institutions to grow and progress in management education.
    Keywords: Human Resource Practices; Compensation; Work Environment; Training and Development; Organizational Support; Intention to stay.

  • A Decision-making Framework to Evaluate the Necessity of Corporate Restructuring   Order a copy of this article
    by Imaneddin Moradi Baghfeizi, Hossein Rahmanseresht, Saeed Fathi 
    Abstract: This paper aims at presenting a 3 x 3 matrix to determine the structure of a holding company based on the degree of diversification and parenting style. Non-conformity of structure with this framework means that a restructuring is necessary. Three hypotheses have been tested to evaluate the validity of this framework. The first two hypotheses respectively assess the association between the "degree of diversification" and "parenting style" with "structural form" based on Chi-square test. But to test the third hypothesis, the holding companies compliance with the framework is divided into two groups and Mann-Witni (U) test shows that there is a significant difference between their performances. Based on Sharp's index, the economic performance of the holdings which are consistent with the framework, over a period of 5 years, is about 11 times better than non-conformers with the framework.
    Keywords: Holding Company; Corporate Restructuring; Structural form; Degree of Diversification; Parenting Style; Economic Performance; Parenting Advantage.

  • Workaholism and Bank Employees Well-being: An Inside Look   Order a copy of this article
    by Jyoti Sharma, Parul Sharma 
    Abstract: The present study has been designed to examine the impact of different components of workaholism on employee well- being both at professional and personal front. Data was collected from 100 employees working in public and private sector banks of Jammu (India). Six dependent variables, namely, work to family interference, family to work interference, career satisfaction, family satisfaction, job satisfaction and mental, spiritual and emotional well-being were regressed with working excessively, working compulsively, overwork and combined workaholism (working excessively and working compulsively). The composition has identified that work to family interference and family to work interference is positively correlated with working excessively and combined workaholism whereas, family satisfaction and mental, spiritual and emotional well-being is negatively correlated with combined workaholism and working excessively workaholism. The study has also revealed that job satisfaction and career satisfaction were positively correlated with working compulsively workaholism while family satisfaction is positively correlated with overwork.
    Keywords: Working Compulsively; Working Excessively; Combined Workaholics; Banks; Multiple Regression; Work to Family Interference; Family to Work Interference; Career Satisfaction; Family Satisfaction; Job Satisfaction and Mental; Spiritual and Emotional Well-Being.

  • Green HRM - A study on the perception of Generation Y as prospective internal customers   Order a copy of this article
    by Christine Dlima, Nisha Jain 
    Abstract: Businesses have realized that they have to develop a powerful social conscience and green sense of onus where corporate responsibility is not an altruistic nice to have, but a critical business need. The HR function can become the driver of environmental sustainability within the organization. There is a need for the integration of environmental management into Human Resource Management and to meet that the HR Professionals are helping the companies to craft and execute eco-policies and strategies. The Green Human Resources Management (Green HRM) has begun to appear from companies engaging in practices connected to preservation of environment and maintaining ecological equilibrium. Going green is a relentless underlying attitude for Generation Y. Theyre budding into a pragmatic generation that wants to make the world a better place. Going green is holding everybodys attention, especially the youth. This research study provides an understanding of Gen Ys green HR mindset by presenting a holistic picture using available literature, interviews and factor analysis. This paper will provide insight about the degree to which Gen Y cares about health of the planet earth and Gen Ys perception about the organizations practicing green Hiring practices, performance Management and reward & recognition, the key factors evolved from the study. The data collected in the research is studied, analyses are discussed, and the paper closes with strategic recommendations based on the results.
    Keywords: Environmental Management; Green HRM; Hiring; Performance management; Reward & Recognition; Generation Y.

  • Perceived justice in performance appraisal among Vietnamese employees: antecedents and consequences.   Order a copy of this article
    by Phuong Tran Huy 
    Abstract: The current study investigates the antecedents and consequences of perceived justice in performance appraisal (PA) among Vietnamese employees. Although PA are popular in Vietnam, few research to examine the effectiveness of PA practice in Vietnamese company has been reported. This research explores the issue of justice in PA from the employee perspective. Cross-sectional data were collected from full-time employees at various organizations who are enrolling in night-time master courses using self-reported questionnaires which yielded a final sample size of 546 observations. Results of multiple regression analyses indicate that participative PA, PA training, trust in rater and the use of forced distribution ranking system have been found to influence the perception of procedural and distributive justice in PA. Perception of procedural and distributive justice in PA, in turn, significantly impacts intention to stay with the organization. The relationships between perceived justice in PA and job performance, however, are partly in contradiction to previous predictions. While perceived distributive justice in PA strongly influence, perception of procedural justice does not influence job performance. Discussion of results and implications are also detailed.
    Keywords: Procedural justice; distributive justice; performance appraisal; Vietnamese employees.

  • Designing a Model of Succession Management System and Explaining its Impact on Organizational Performance (Case study: Isfahan Steel Company)   Order a copy of this article
    by Seyed Hasan Hosseini, Ali Shaemi Barzoki, Ali Nasr Isfahani 
    Abstract: There is no single agreed-upon comprehensive theoretical framework available in the literature on succession. This study aimed to achieve a comprehensive framework in the field of organizational succession management in order to optimize an organization's potentials to enhance business results. Mixed method was used in this study. The population consisted of quality unit, experts, and senior managers in Isfahan Steel Company. Nineteen subjects were selected using snowball- purposive sampling and participated in semi-structured interviews. The qualitative data analysis was conducted using thematic analysis according to a 3-phase coding method developed by Brown (2006) in the Nvivo Software. In quantitative part, the study sample consisted of 106 company managers, supervisors and experts being selected using cluster sampling during summer 2016. Quantitative data analysis was run using structural equation modeling in Smart-PLS software. The findings suggested that the establishment of a succession management system contains seven main themes occurring gradually and procedural: Organizational culture promotion, establishing infrastructures to make implementation, committed and systematic implementation, determining policies, evaluating candidates to establish meritocracy system, educational gaps analysis, staff development and succession planning system evaluation .In quantitative part in order to implement the model designed in part qualitative and to explain its impact on organizational performance, the required data was collected using valid and reliable questionnaires. The results indicate that there is a positive and significant relationship between the succession planning system and its seven dimensions with organizational performance at the 95% confidence interval.
    Keywords: Succession management system; Balanced scorecard-based organizational performance; implementation and assessment of succession planning system.

  • Roadmap for Business Analytics Implementation using DIPPS Model for Sustainable Business Excellence: Case Studies from the Multiple Fields   Order a copy of this article
    by Nandkumar Mishra, Santosh Rane 
    Abstract: Today the organizations are increasingly adopting analytics for breakthrough business results. There are enough talks about potentials of business analytics, software solutions on analytics and data visualisations. However, very few success stories are published and easily available in public domain. The focus is required to translate potentials of analytics into the breakthrough business results. This paper proposes DIPPS (Discover- Innovate- Predict- Perform- Sustain) model for the business excellence through analytics. It also presents success stories of big data analytics and Industrial Internet of the Things (IIoT) from the multiple fields for the breakthrough business results. The hypothesis testing indicates that the organizations deploying the DIPPS model have higher success rate and the probability of achieving their analytics goals.
    Keywords: Artificial Neural Network(ANN); Business Analytics; Breakthrough Business Results; Business Excellence; Chi Square test; Delphi Method; DIPPS (Discover- Innovate- Predict- Perform- Sustain) model; Hypothesis testing; Analytics Maturity Assessment Tool; F- test and t- test; Industrial Internet of the Things (IIoT); Logistic Regression Model and Multiple Regression Model..

  • Does Perceived Travel Risk Influence Tourists Revisit Intention?   Order a copy of this article
    by Arun Kaushik 
    Abstract: Tourism industry of any country is strongly impacted by dometic as well as external events or issues, such as natural calamity, diplomatic relations, political conflicts, disease outbreaks, environmental issues, and economic crisis. In developing countires where tourism is one of the major sources of national income, these events or issues can seriously affect the industry. Despite the significance of perceived travel risk, few studies addressed its influence on revisit intentions of tourists. The present study offers new insights by investigating the effects of perceived travel risks on revisiting intentions of the 374 tourists visiting Uttarakhand, India. This study was conducted during July 2013 to September 2013, just after Kedarnath incident - major natural diaster. Data were gathered from tourists through a survey instrument. Following analysis of data, multiple risk dimensions seriously affecting revisit intentions of tourists were identified. Important managerial implications concerning the management of risk perceptions were discussed.
    Keywords: Perceived Risks; Revisit Intentions; Tourism Industry.

  • Antecedents of co-creation intention and their role in developing technology based new services via customer involvement: A conceptual analysis   Order a copy of this article
    by Bijoylaxmi Sarmah, Zillur Rahman 
    Abstract: Although many companies are using technology based services (TBS) to support service innovation, academic research on involving customers for co-creating new services is very limited. Many companies find it challenging to develop co-creation intention among customers during service innovation practices, as they vary from one to other based on their characteristics and depending upon situational factors. In this study, we try to explore the constructs related to customer characteristics and situational factors that are highly pertinent to co-creative service innovation in TBS research such as: personal innovativeness, trust, customer involvement and co-creation intention in order to show their relational linkages with the help of propositions and a conceptual framework. A systematic review of the relevant literature is used for developing propositions for the constructs and their relationships. The findings conceptualize relevant traditional and contemporary issues of co-creative service innovation in technology based service (TBS) literature and explore the significance of relationships between antecedents such as personal innovativeness and trust with the outcome- customers co-creation intention. The research insights will be useful for academicians and managers to focus on the antecedents of co-creation intention to better address co-creation activities in new service development practices. Future research may undertake empirical approach to validate or revise the propositions presented in this conceptual paper.rnrn
    Keywords: Co-creative service innovation; TBS; co-creation intention; conceptual framework.

  • Measuring the service quality of automated teller machines: a Study of banks of India   Order a copy of this article
    by Sanjay Dhingra 
    Abstract: The measurement of service quality has become important after increased competition in banking sector. Over the years banks have taken lot of technology initiatives such as core banking, Automated Teller Machines (ATMs) installation, internet banking, phone banking mobile banking, data warehousing solutions etc. Use of ATMs has become the preferred channel of banking as compared other banking channels. With this in mind, in the present study, author has measured the service quality of ATMs of Indian banks. After review of literature, SERVPREF instrument derived from SERVQUAL instrument, consisting of five dimensions of service quality i.e. tangibility, reliability, responsiveness, assurance and empathy was selected for measuring the service quality. The reliability and validity of the instrument were also tested. Regression results indicated that five dimensions of service quality are significant predicator of overall service quality.
    Keywords: Automatic teller machine; SERVPREF; reliability; validity; regression.

  • Political Skill as Mediator of the Upward Influence and Career Success Relationship   Order a copy of this article
    by Shakti Chaturvedi, P.C. Bahuguna, Juhi Raghuvanshi 
    Abstract: It is more than two decades since social influence researchers have called for a study that would investigate how and why upward influence are effective to gain career success at the workplace. Career success is determined by a number of factors, including some combination of specific competencies and a performance record, along with organizational politics, specifically upward influence tactics. Theory and research suggest that employment of upward influence tactics leads to career success in the workplace, and the present study tried to investigate mediating potential of political skill for upward influence-career success relationship. These hypotheses were tested on 352 middle-level managers selected from four Iron and Steel firms of Raipur, Chhattisgarh, India. Contributions, implications, limitations and future directions are discussed.
    Keywords: Career Success; Upward Influence Tactics; Political skill; Social Influence; Organizational Politics.

  • A study on Emotional Intelligence Well-being and Emotional Baggage Perspective   Order a copy of this article
    by Divya Darshini J., S. Gomathi 
    Abstract: Businesses are essentially the people in it, so anything that influences the effectiveness of their minds also has its impact on businesses they run or work for. Emotional Intelligence has now been branded as a trait required for any employee in an organization. Emotions play a deciding role in the quality of our personal and professional lives, more than our actual brain intelligence. The scope of the study focuses on young employees as they are more volatile and fail to recognize the need for Emotional Intelligence and its role in Wellbeing. This study throws light on handling of their emotions by employees and its impact on personal wellbeing. It also aims in finding the key influencers of emotional Suppression. For the study 100 samples were collected from young IT sector employees working in Chennai using convenience sampling. Well-structured questionnaire was used to collect the data from the respondents. The data was analyzed using SPSS. The study shows that EI and its dimensions have a significant effect on Wellbeing. And emotional intelligence and wellbeing scores of respondents can be used to determine their level of Emotional suppression.
    Keywords: Emotional Intelligence; Emotional Suppression; Wellbeing.

  • Corporate social responsibility practices in Malaysian automotive suppliers: Confirmatory factor analysis   Order a copy of this article
    by Nursyazwani Mohd Fuzi, Nurul Fadly Habidin, Sharon Yong Yee Ong 
    Abstract: The aim of this study is to examine corporate social responsibility practices in Malaysian automotive suppliers. 288 sets of questionnaire were successfully collected which indicated a 72% response rate. In this study, structural equation modeling technique was utilized to perform the required statistical analysis of the data survey. The results of six constructs (employee involvement, customer focus, environment, corporate governance, community and society, and human right) showed that the measurement model for corporate social responsibility practices had a good fit and the model valid and reliable for Malaysian automotive suppliers. The paper with a proposed future direction ends of this research.
    Keywords: Corporate social responsibility; employee involvement; customer focus; environment; corporate governance; reliability; validity; structural equation modelling; confirmatory factor analysis; automotive suppliers.

  • Communicating Internal Customer Orientation Values among Chinese Workers   Order a copy of this article
    by Gangyi Qian, Abraham Nahm 
    Abstract: This research examines the effect of various modes of communication upon internal customer-oriented values internalization and manifestation among Chinese workers. Three modes of communication are examined: top-down communication from management, lateral communication from internal customers, and group behavioral norms and organizational culture among peers. Questionnaire items were initially developed in English and translated into Chinese. 177 useable responses were gathered from Chinese students registered in MBA and EMBA programs offered by Jinan University, China. While top-down communication from management and group norms of peers had both direct and indirect positive effects upon internal customer-oriented values internalization, lateral communication from customers had only an indirect effect. All three modes of communication had only an indirect effect upon internal customer-oriented behavior manifestation. While these results show the value of various modes of communication to the internalization and manifestation of internal customer-oriented values, the ways in which each mode of communication influences the outcomes were not the same. Implications for managers and researchers are included.
    Keywords: Internal customer orientation; communication; Chinese workers; survey research; structural equation modeling.

  • Contemporary ERP solution to Indian small and medium scale enterprises through constructive performance metrics   Order a copy of this article
    by BALASUBRAMANIAN KANNAN, Selladurai Velappan 
    Abstract: Enterprise resource planning (ERP) is a real-time information system, and they reached within the business processes and performed to regularise supply chain enhance to improves its company value. Many journals revealed that there are various organisations which have failed to achieve the full planned benefits become lack of focus on functions and operations metrics for implementing enterprise software. It makes the company in finding a new foundation for the system and individual strategic instance from selections to implementation need various precautions that to be taken. This paper accomplishes a performance metrics project that they execute to identify the associated critical success factors from considering the perspective areas of manufacturing and operation measure in a small and medium industry. Thus helps to understand the weakness and strengthen before the initial stage of implementation will be deployed. The important factor is to integrate operation and function in an individual system lead to perform successful ERP implementation. However, company measuring metric reports reduces the unwanted risk factors when implementing these systems and also provides more guidelines for planning for new ERP software in Indian SMEs.
    Keywords: Enterprise Resource Planning; Performance Metrics Project; Manufacturing and Operation Metric; Small and Medium Industry.

    Abstract: Transparency within an organization is the driving force, which connects all the employees. Achieving employee loyalty proves to be an elusive goal for many companies. Transparency ought to be an ongoing process with ongoing results. On the basis of a structured questionnaire circulated in the city of Mumbai, the study aims to establish a connection between work place transparency and productivity and the impact on the employees and the organization as a whole.rnKeywords: organizations, transparency, productivity.
    Keywords: organizations; transparency; productivity.

  • Quality and reliability improvement in new product development - A case study in a pneumatic filter manufacturing company   Order a copy of this article
    by M. Natarajan, N. Vijay Mohan, S.R. Devadasan, V.M.M. Thilak 
    Abstract: The objective of the research reported in this paper was to develop a methodology for developing new products with high degree of quality and reliability. In order to attain this objective, a model named QUARNEWSS (QUA stands for quality, R stands for reliability, NEW stands for new product and SS stands for Six Sigma) was developed while pursuing the research. QUARNEWSS was designed by amalgamating new product development (NPD) process with the two pillars of the Six Sigma concept namely belt based training infrastructure and DMAIC (Stands for Define, Measure, Analyze, Improve and Control) improvement methodology. After designing, QUARNEWSS was subjected to implementation in a pneumatic filter manufacturing company situated in India. QUARNEWSS was applied on a new product called micro filter in this company. At the end of conducting this case study, the Sigma level of micro filter was found to increase from 2.585 to 6 and reliability from 65% to 100%. This paper is concluded by suggesting the conduct of many more case studies on QUARNEWSS involving indigenous development of new products.
    Keywords: Six Sigma; New product development; DMAIC; Black belt; Quality and Reliability.

  • CSR Activities of a Hospital: Perspective of Stakeholders   Order a copy of this article
    by Nachiketa Tripathi, Manaswita Bharadwaja, Vinit Ghosh, Bidyut Bikash Kataki 
    Abstract: The present research investigates the gaps between CSR projections of a hospital and stakeholders perceptions about these CSR activities by analyzing multi-source data of stakeholders. Two sets of studies were conducted, namely, Study A (quantitative) and Study B (qualitative). Study A was based on survey method which assessed the perceptions of stakeholders, namely, community (N=100), customers (N=75) and employees (N=40). An equivalent Assamese version of the questionnaire was constructed for the convenience of the local population. Study B used interview method to evaluate the CSR projections of the hospital. Data for Study B were collected from the top management of the hospital using key informant approach. Both the quantitative and qualitative sets of data were analyzed individually and results of qualitative study were used to augment the results of quantitative study. The findings suggest that gaps exist between the hospitals CSR projections and perceptions of local community, whereas the perceptions of customers and employees converge with hospitals claims.
    Keywords: CSR; Hospital; Stakeholders; Branding; North-east India.

  • Problems and Prospects of Indian MSMEs: A Literature Review   Order a copy of this article
    by Davinder Singh, J.S. Khamba, Tarun Nanda 
    Abstract: MSMEs have been playing an important role in overall economic development of a country like India where millions of people are underemployed or even unemployed. This sector solves many problems viz. poverty and unemployment through providing immediate and large-scale employment, with lower investments and proves to be a second largest manpower employer, after agriculture. Small scale industry is one of the major planks of Indias economic development strategies since Independence. With the advent of planned economy since 1951 and the subsequent industrial policy followed by Government of India, both Government and planners earmarked a special role for this industry in the Indian economy. India, being one of the fastest growing economies of the world, needs to pay an honest attention for the utmost growth of MSMEs for its increased contribution in above areas. The present study investigates the literature to identify major problems faced by MSMEs in the competitive environment. It also focuses on the factors contributing towards enhanced manufacturing performance of Indian MSMEs.
    Keywords: Problems; Technology Innovation Initiatives; MSMEs; Manufacturing Performance.

  • Whether service quality determinants and customer satisfaction influence loyalty: A study of fitness services   Order a copy of this article
    by Nirmalya Bandyopadhyay 
    Abstract: This study attempts to explore the dimensions of consumer perceived service quality in the context of fitness services provided by gymnasiums and investigate the relationship among service quality, loyalty and overall satisfaction of consumers from the fitness service. A 16-item instrument (SERVGYM) was developed by modifying SERVPERF instrument to measure service quality in gymnasiums in four major cities of India. The scale was validated using confirmatory factor analysis. Structural equation modelling technique was employed to assess the relationship of service quality with loyalty and overall satisfaction of consumers. Four service quality dimensions were identified namely, reliability, customer-orientedness, convenience, and ambiance. All the service quality dimensions were found to have positive influence on both satisfaction and loyalty. Positive relationship between satisfaction and loyalty was also established. The scale contextualised to Indian fitness service (Gym) industry is useful to measure service quality in gymnasiums. Understanding of the service quality dimensions and their relationship with loyalty and customer satisfaction is also significant
    Keywords: Loyalty; customer satisfaction; service quality perception.

  • Evaluating knowledge management maturity: a case study of a service operations company   Order a copy of this article
    by Eliel O. Santos, Guilherme F. Frederico 
    Abstract: Knowledge Management KM has become important focus for organizations in the current context. This is more relevant for companies specialized in BPO Business Processes Outsourcing. The correct understanding of KM practices development stage is essential for practitioners who aim to establish improvement plans in order to achieve higher levels of performance based on KM issues. Maturity evaluation can provide real scenario in terms of development level of KM practices. Taking this into consideration this study will bring the findings from a case study method applied on a BPO Company in Brazil. An improvement plan will be proposed as solution for KM issues identified at the company. Besides provide a guide for practitioners in terms of maturity evaluation this study also brings important contribution for KM theory and in specific maturity management.
    Keywords: Knowledge Management; Maturity; Business Process; Service Operations; Case Study.

  • Developing a typology of customer misbehaviours (case study - hotel industry, Iran five stars hotels, Homa, Parsian Azadi, Esteghlal, Evin)   Order a copy of this article
    by Mahsa Akbari 
    Abstract: The aim of this study is to explore and identify the different types of customer misbehaviours from service providers' side (hotel employees) in hotel industry. This paper contributes to elucidate the salient type of customer misbehaviours which have been prevalent in Iran. Data were collected by semi-structured in-depth interviews & narratives of service employees of five starts hotels in Iran using Critical Incident Technique (CIT) (n=60) and then analysed through ATLAS software. Thematic coding was used to identify emergent themes and patterns of consumer misbehaviour. Thematic coding resulted in a comprehensive typology of customers' misbehaviour and identified ‎two main categories of consumer misbehaviour (interpersonally directed & property directed) ‎which interpersonally directed divided into five subcategories: verbal aggression, physical ‎aggression, refusal to participate, illegitimate complaints and needless engagement and property ‎directed misbehaviour classify into theft, vandalism & sabotage and fraudulence behaviour. ‎These misbehaviour are now further explored in this study. The results of the findings contribute ‎to identify the most common types of misbehaviour during the interactions.‎Design/ Methodology: A critical incident technique was adopted to collect and analyse the qualitative data from service employees who work on five starts hotels in Iran. Summary of statement of contribution: The novelty point of this study is to illuminate the different type of customer misbehaviour in ‎hotel industry in Iran for the first time. Furthermore, no study has been observed to explore ‎different type of misbehaviour in hotel industry. We believe this study complements the existing ‎research by extending and bridging on misbehaviour in hotel services.‎
    Keywords: consumer misbehaviour; Hotel industry; Qualitative research; CIT; Typology.

  • The interaction and significance of inventory turnover ratio of Indian pharmaceutical firms to the total assets and capital work in progress   Order a copy of this article
    by Umang Gupta, Rameh Anbanandam 
    Abstract: We have addressed the problem of inventory and its relation to financial items. Here the data generated in the financial year 2015-2016, has been passed through research scrutiny and statistical analysis. The aim was to test whether the aforementioned items of inventory turnover, total assets and capital work in progress often cited together in supply chain management literature are related the same way in healthcare.
    Keywords: healthcare; healthcare supply chain; inventory.

  • Investigating the Gender influence on Technology Adoption Model (TAM) towards Smart Phones Evidences from Emerging Economies   Order a copy of this article
    by Sakkthivel Annamalai Manickam, Ramu Nilagiri 
    Abstract: The paper investigates the influence of gender (male and female) over Technology Acceptance Model (TAM) towards using smart phones. The study conducted in Sultanate of Oman among 296 smart phones users (male and female). The study used SEM approach to identify the influence. The results are (1) Gender (male and female) elicit a negative influence over perceived usefulness towards using smart phones (2) Male respondents elicit a positive influence over perceived ease of use (3) Female respondents elicit a negative influence over perceived ease of use. The model revealed the male influence over perceived ease of use towards using smart phones.
    Keywords: Technology Acceptance Model; Perceived Usefulness; Perceived Ease of Use; Gender Influence; Structural Equation Modelling; Sultanate of Oman.

  • Barriers to Reverse Logistics Practices in Pharmaceutical Supply Chains: An ISM Approach   Order a copy of this article
    by Haidar Abbas 
    Abstract: The essence of supply chain management lies in the movement of resources in the best possible manner with respect to time, money and efforts. For products supply, the principle says that right product in right quantity with right quality should reach the right customer at right time, right cost and right place. This only took care of forward flow of product and information without mentioning the exceptional/likely backward flow (i.e. from destination to source). The product is likely to come to the destination for any of the reasons; dissatisfaction/defect/non-performance/servicing/ repairing/after use disposal. This important issue could attract the attention of academicians as well as practitioners as late as around 1980s. However, practicing this reverse chain for the likely reasons is also not free from obstacles. Lack of financial resources, lack of technological advancement, lack of commitment of top management, lack of awareness about the legislative measures, higher cost of facilities installation, higher operational costs are only some of the key barriers explored from recent and relevant previous studies. Identification, classification and preparation of suitable proactive treatment strategy become the responsibility of the top management for taking better decisions. Researchers are making an attempt in this direction in the context of Indian pharmaceutical supply chains as they could not find any such study which provided a holistic view of the barriers that impede reverse logistics practices. Using the Interpretive Structural Modeling (ISM) methodology, researchers are trying to establish driving barriers (aggravating few more barriers) and independent barriers (most influenced by driving barriers). Based on degree of driving power and dependency, researchers will extract some crucial barriers that require more attention than others.
    Keywords: Supply chain; logistics; Product Returns Management; Reverse logistics; Backward Supply Chain; Interpretive Structural Modeling.

  • Hindrances to Sustainable Workforce in the Upstream Oil and Gas Industries- Interpretive Structural Modeling approach   Order a copy of this article
    by Balkrishna Narkhede, Bhaskar Gardas 
    Abstract: It is a well-known fact that the industrial sector's overall growth and development depends hugely on the talent and strength of its workforce. The objective of this study is to present an approach to identify critical hindrances in achieving sustainable workforce in Indian Oil and Gas industries. Seven significant barriers have been identified from the literature review and opinions of experts from the industry and academia. The interpretive structural modeling methodology has been employed for establishing the contextual relationships among the barriers, and a hierarchical model has been developed. Further, crucial hindrances have been identified from their driving and dependency power using MICMAC analysis. Lack of clarity in the career ladder, insufficient pay, and perks (C6), reduction or elimination of educational and training programs (C4), lack of knowledge transfer (C5) are found to be the most significant barriers. An example from the Indian Oil and Gas industry has been presented to show the real-world applicability of the proposed model. This study is intended to help academicians, and industry practitioners to understand the interrelationship among the identified barriers and to eliminate the most critical barriers for achieving the workforce sustainability in the case sector.
    Keywords: Oil and Gas industry; sustainable workforce; hindrances; multi-criteria decision making (MCDM); interpretive structural modeling (ISM); emerging economies.

    by Sridhar Manohar 
    Abstract: Purpose: This study attempts to test the impact of service innovation on external perspective intermediate constructs of SPC framework (external service quality to customer word of mouth) thereby evolving a new framework termed as SI-CP (service innovation-customer performance) that would help in enhancing non-financial external performance of an educational institution. Further the study efforts to find the effect of service quality as a mediator between service innovation and word of mouth. Methodology : The Descriptive research design was adopted for this study and the relationship among the constructs were tested by collecting data through an adopted questionnaire from the sample of 355 final year under-graduate/masters programmes. Software tool named Visual PLS was used to test the model of causal relationship and Sobels test was used for examining the mediation analysis. Implications: The result exhibits that there is a combined positive effect of service innovation-service quality on the customers word of mouth. The outcome further indicates that service quality acts as a perfect media-tor between service innovation and customers word of mouth. The finding highlights that the decision makers of education service sector need to understand that if both service innovation and service quality is combined that would result in a non-financial performance of the firm namely positive word of mouth which was not empirically tested before in both innovation and service quality literature.
    Keywords: Service Innovation; Service Quality; Word of Mouth; Service Profit Chain; Education System.

  • An Integrated Model for Achieving Sustainability in Manufacturing Industry- An Empirical Study   Order a copy of this article
    by Paranitharan K.P, Ramesh Babu T, Päivi Iskanius , Pal Pandi A 
    Abstract: Manufacturing industries are playing an important role in economic development of a country in the world. Therefore, the manufacturing industries worldwide have to face intense competition. This obligated the industries to maintain quality in product and service for maintaining sustainability in the competitive environment. This situation warrants a change in business and quality system practices. Till date in India, most of the manufacturers are performing well. However their individual system of practice has to meet certain dynamic conditions of international market changes. This eventually requires a definite integrated manufacturing model to measure and enhance the production performance and to maintain sustainability in this century. The main purpose of this paper is to analyse the performance of manufacturing industries in India through integrated manufacturing business excellence system (IMBES). This comprehensive model has been constructed based on ten critical factors with 91 variables. The perception of managers has been collected by structured questionnaire with respect to practice of IMBES in manufacturing industry. The data has been analyzed and interpreted by using statistical tools. The result revealed that the ten critical success factors of the integrated model have contextual relationship and significantly support to implement the model and achieve sustainability in manufacturing industry.
    Keywords: IMBES; Manufacturing Industries; Sustainability; Integrated Manufacturing System; Empirical study.

  • Financial Performance Ranking of Automotive Companies in India using TOPSIS Method   Order a copy of this article
    by Santosh Kumar Yadav, Rohit Kapoor 
    Abstract: The automotive industry is the fastest growing industries in India. It contributes 7.1 percent of the countrys Gross Domestic Product (GDP) in Indian market by IBEF reports. This research has examined the financial performance ranking of the automotive industry using Technique for Order Preference by an Similarity to Ideal Solution (TOPSIS) method. The primary objective of this paper is to (1) calculate weight value of each financial ratio, and (2) provide ranks to each alternative (automotive companies) using TOPSIS method. The period for assessment of automotive industry was from 2012 to 2016 and results indicate each years automotive performance ranking. The results showed that MRF has the highest ranking in the year 2012, 2013, 2015 and 2016, and Eicher Motors in 2014. Every year different automotive firms had the lowest ranking.
    Keywords: Automobile; Financial performance; TOPSIS; Entropy.

    by Rateb Sweis, Mai Elian, Afnan R. Alawneh, Nadia Sweis 
    Abstract: Recently private insurance companies are facing high competition in present market. This study aims at analyzing the impact of service quality on the sustainable competitive advantage of health insurance companies in Jordan; it also aims to find the best practices and weaknesses of health insurance activities. A model is constructed to analyze this impact; data is collected from two populations; the managers of health insurance companies and their registered customers. Samples of 14 managers and 42 customer coordinators are considered to be the unit of analysis for this study, and a variety of data collecting tools are applied; questionnaires, structured interviews, annual balance sheets for the previous four years. The major findings of this study show that the service quality as a whole has an effect on gaining sustainable competitive advantage. Also the responsiveness and empathy dimensions of service quality have an effect on sustainable competitive advantage. More research is needed to explore sustainable competitive advantage in other Jordanian sectors.
    Keywords: service quality; sustainable competitive advantage; health insurance companies.

  • Crisis Management Model Using Fuzzy Cognitive Map   Order a copy of this article
    by Farzad Firouzi Jahantigh, Ehsan Khanmohammadi, Azam Sarafrazi 
    Abstract: Managers who enable their organizations to recover from a crisis exhibit a complex set of competencies in each of the five phases of a crisissignal detection, preparation and prevention, damage control and containment, business recovery, and reflection and learning. Given the importance of crisis management in organizations, this study provided an integrated crisis management model. To provide the model, the crisis management literature was reviewed in detail and crisis criteria were extracted in three pre-crisis, crisis, and post-crisis stages. The relations between criteria were determined by experienced managers using DEMATEL method. The final relation of criteria which was calculated through DEMATEL method was entered into fuzzy cognitive map as an input and the final crisis management model was drawn. In addition to integrated crisis management model, the ranking of crisis criteria was also one of the results of this study that could empower managers to respond threats.
    Keywords: Crisis; Crisis Management; Crisis Criteria; Fuzzy Cognitive Map; DEMATEL Method.

  • Assessment of sustainable initiatives in Indian ports using AHP Framework   Order a copy of this article
    by Vikas Singh Sengar, Chandra Prakash Garg, T. Bangar Raju 
    Abstract: From historic era till modern days, sea ports have been acting as commercial infrastructure for international trade and adding value to a nation. But escalation in port activities on land and increased vessel traffic has resulted negative impact on environment and ecology. Thus, ports are forced to think beyond their traditional business ideology of growing in economic dimension only. Rather they are required to grow economically in balance with social progress and remain environmental friendly. This provides a scope to identify a sustainable framework and factors associated to it, with respect to a port. This study makes an attempt in this direction and identifies the critical factors for sustainable initiatives in Indian sea ports. This work uses AHP framework to evaluate the sustainable initiatives and identifies that for a port; environment dimension should be prioritize over social and economic dimension to attain sustainability. Similarly economic dimension should be considered after social dimension while developing a sustainable framework. Additionally, the study also concludes that out of 14 sub factors used for study, functional environmental management system is most important one and Port infrastructure development scheme/fund is least considered sub factor.
    Keywords: Sea ports; Sustainability; factors; Analytic hierarchy process (AHP); India.

  • Building a Customer-focused Culture in Organizations: Developing 7Cs Model   Order a copy of this article
    by Pankaj Madhani 
    Abstract: In the current scenario of highly competitive market, developing a strong relationship with customers is vital in achieving the sustainable business performance. To be successfully focused on customers, organizations must ensure a high level of consensus and cohesiveness around the belief that their existence relies on being responsive to the needs of its customers. Organizations can truly embrace customer focus only if they embed it as a culture throughout their organizations. This research has emphasized significance of market orientation as well as strategic capability in inculcating customer-focused culture. To build customer-focused culture, organizations need to deploy market orientation executed with strategic capability. The research has developed 7Cs model to facilitate building of customer-focused culture in organizations. A strong customer-focused culture exhibits high ratings on all 7Cs: customer insight, competitor awareness, collaborative approach, criteria for decision making, compensation strategy, CEO leadership and customer value creation. Research also builds various frameworks and empirically establish relationship between enterprise value and customer-focused culture in organization.
    Keywords: Customer focus; market orientation; strategic capability; customer-focused culture; customer life-time value; CLV; enterprise value; competitive advantages; business performance.

  • The Effect of High Performance Work Systems on Radical Innovation in Knowledge-based Companies through Moderating Role of Innovation Capabilities   Order a copy of this article
    by Mohsen Shahriari, Mehdi Abzari, Ali Nasr Isfahani, Masoud Kianpour 
    Abstract: The present study aims to examine the effect of high-performance systems through moderating role of marketing capabilities on radical innovation of knowledge-based companies. The statistical population of study includes all managers and employees of Iranian knowledge-based companies that are located in Isfahan province. The statistical sample of study includes 165 individuals. The results of present study suggest that the variables of employee autonomy, training and development off employees, participation in decision-making, job security and performance management affect radical innovation of knowledge-based companies significantly. In addition, the results suggest that the variables of job security and job clarity do not affect radical innovation of knowledge-based companies significantly. In addition, results of testing moderating hypothesis suggest that innovation capabilities with adjustment coefficient of 0.527 moderate the effect of high-performance systems on radical innovation significantly. on radical innovation significantly.
    Keywords: High-performance Systems; Radical Innovation; Innovation Capabilities; knowledge-based Companies.

  • A Comprehensive Model for Implementing Succession Management System: A Grounded Theory Approach   Order a copy of this article
    by Mahmood Danyali Dahhous, Sayyed Mohsen Allameh, Ali Safari 
    Abstract: According to most scholars, there exists no universally agreed theoretical framework regarding succession management. The purpose of this study is to create a model of succession management planning in an empirical case study. Organizations strongly need to implement succession management, which would help them to maintain its competitive advantage. This study is conducted based on the grounded theory methodology which could best lend itself to the purpose of the present research. The statistical population includes managers (chief executive officers and executive officers of the company. The sample, consisting of 16 people, was formed using snowball sampling. Theoretical sampling is applied in the data collection process for generating the theory. The data were analyzed, using Strauss and Corbins (1990) three-stage coding process. The findings indicate that the modern succession structure acts as a central theme in the design of the integrated model of succession planning. The causal conditions, at three levels of individual, organizational and managerial structures, mediated by the modern succession structure, have impact upon the succession management accomplishing strategies. These strategies are: policy making, candidate evaluation, candidate development, and the effectiveness assessment. Of course, in this regard, confounding conditions at three micro, organizational and macro levels, as well as the contextual conditions in three areas of the organizational outlook, contexts realizing organizational outlooks, and organizational policies, influence these strategies. The outcomes of these strategies and the influencing processes eventually find expressions at micro (individual), middle (unit), and macro (organizational) levels.
    Keywords: succession management; Talent management; Grounded Theory Approach.

  • Customer Related Social Stressors (CSS) a Challenge to Employee Satisfaction: Evidences from Luxury Bus Service Providers in Pakistan   Order a copy of this article
    by Asif Nawaz, Kamran Yousef Sandhu, Nafeesa Abbas 
    Abstract: Customer may also become a source of stress for service employees and affect their wellbeing. Same is determined in this study to find the impact of customer social stressors on bus hostesses emotional exhaustion and as a result on their job satisfaction and life satisfaction. Data was collected from 150 bus hostesses in Lahore City. Analysis is done with smart PLS 3.0. by applying multiple test, both for outer and inner model evaluation. Customer verbal aggression and disliked customer both proved to be escalating exhaustion that in turn affect job satisfaction as well as life satisfaction of the serving females.
    Keywords: Customer social stressors; emotional exhaustion; job satisfaction; life satisfaction.

  • The Relationship of Corruption to Economic Activity in the OECD   Order a copy of this article
    by Todd Broker, Dan Harris, Topaz Prawito, L. Murphy Smith 
    Abstract: This study extends earlier research regarding the relationship of corruption to economic activity. In the current study, three measures of economic activity are examined: Gross Domestic Product (GDP), Foreign Direct Investment (FDI), and unemployment rate. A fourth factor, Economic Freedom, is also analyzed to assess the relationship between corruption and level of government involvement in a countrys economy. Findings indicate that increases in Gross Domestic Product per capita are significantly higher in low-corruption countries. Further, nations with lower levels of corruption experience noticeably lower unemployment rates compared to nations with higher levels of corruption. Additionally, findings show that low-corruption countries tend to have more economically open and free societies. Economic data for the study was collected from the OECD (Organization of Economic Cooperation and Development), from the World Bank, and from the Heritage Foundations Index of Economic Freedom database. Corruption level data was obtained from Transparency International, which annually publishes a ranking of countries based on perceived corruption. Corruption activities include but are not limited to: corporate fraud, bribery, and cartels.
    Keywords: corruption; business activity; fraud; bribery.

  • Analyzing the relationship between Organizational Strategies and Effectiveness of Human capital Management Practices   Order a copy of this article
    by Kouroush Jenab, Hadi Teimouri, Kim Lafeor 
    Abstract: There has been a growing interest among scholars in organizational capitals in recent years. Using the field-descriptive method, this study reports a model for comparative analysis of challenges of organizational strategies in two private and public sectors of Iran's petrochemical industry and its impact on effectiveness of human capitals management practices. Historical study method was used to collect theoretical subjects and field study method was applied to answer to research questions and confirm or reject research hypotheses. There exists a significant difference between effectiveness level of human capitals management practices in areas of organizational strategies in two private and public sectors of petrochemical industry. Analyzing the impact of existing challenges of organizational strategies on effectiveness of human capitals management practices shows the reversed relation among the existing challenges of organizational strategies and effectiveness of human capitals management practices in this regard. These results offer implications for future human capital practices inclusive of a proposed comprehensive model of Human Capital Management Strategy as a systemic remedy.
    Keywords: Human Resources Management; Organizational Strategies; Organizational Challenges; Effectiveness.rnrn.

    by Mahalakshmi Varadharajan, Karthikeyan Karthik 
    Abstract: A bank is a financial institution which provides banking and other financial services to its customers. A banking system is also referred as a system which offers cash management services for customers, reporting the transactions of their accounts and portfolios, throughout the day. The author conducted a literature search on various services rendered by both Private and Public sector banks and interviewed 1040 customers. The study focuses on various services rendered by banks like Loan oriented services, Front office services, Deposit oriented services and Infra structure facilities rendered by banks. Statistical tools like SEM analysis, Karl Pearsons co-efficient, Two-way table, Chi-square test, Garretts Rank, and Discriminant Analysis are used to analyze the data. With the help of analysis causes were identified and through correcting the causative factors and to overcome such cause valuable suggestions were provided to the banks.
    Keywords: Banking services; Loan oriented services; Deposit oriented services; Infra structure facilities.

  • Identification of Factors Affecting Quality of Multimodal Transportation for Containerized Export in Indian Scenario   Order a copy of this article
    by Aman Dua, Deepankar Sinha 
    Abstract: This work explores the perception of actors in multimodal transportation to arrive at the significant factors influencing the quality of multi-modal transportation for containers from India. The existing literature focuses on a particular issue, or some issues, such as cost, time or infrastructure related to logistics or concerns of a firm in maintaining efficacy of logistics operations. In this research, an attempt has been made to compile and analyze the major relevant issues and challenges of the primary stakeholders associated with multimodal transportations. The responses of the stakeholders, represented by the managers of the firms, in the logistics chain have been obtained through semi-structured interviews. The responses have been analyzed qualitatively, and the summary of the results have been vetted by the respondents. The customers perspectives have been further obtained by analyzing their comments on the social networking websites of logistics firms. These e-comments have been analyzed using Sentistrength, a data mining software.The results of the analyses reveal the factors affecting the perception of stakeholders about the quality of multimodal transportation.
    Keywords: Multimodal Transportation ; Quality; Supply Chain Quality; Sentiment analysis; Factors affecting Transportation Quality.

  • Evaluating International Market Selection with Multi-Criteria Decision Making Tools - A case study of a Metal Company in Indonesia   Order a copy of this article
    by Elia Oey, Noviyanti Komala, Sanny Lim 
    Abstract: With the era of globalization, firms have the opportunity to expand their operations beyond the countrys boundary. Expanding business to an international market can give firms benefits such as economic of scale leading to cheaper cost, higher asset utilization, as well as knowledge to international exposure. However, entering international market also poses its own challenges and risks. To make a sound business decision, firms wish to enter international market need to do a proper analysis and evaluation. The study is based on a case of a medium-size Indonesia company that wishes to export its metal-derivatives products to International market. The study used a systematic International Market Selection (IMS) approach using a combination of Analytical Hierarchical Process (AHP) and Goal Programming (GP). It chose 12 (sub) criteria, representing generic and product-related considerations. Based on the preliminary screening, it narrowed down the alternatives to 15 countries, and using the combination of AHP-GP recommended 3 countries to enter.
    Keywords: Multi-Criteria Decision Making; Goal Programming; Analytical Hierarchical Process; International Market Selection (IMS).

  • An assessment of the factors influencing the affective component of commitment among employees in IT sector in chennai   Order a copy of this article
    by Aiswarya Ramasundaram, Ramasundaram Gurusamy 
    Abstract: The purpose of the study was to examine the factors influencing commitment among employees in the IT industry. This study is limited to the top companies in IT sector in Chennai. The respondents surveyed were active IT employees. The study provides significant current information on HR practices in IT industry. The researcher proposed a set of research questions to understand the level of HR practices on the commitment level of the employees.rnThe hypotheses are tested on the data collected from the IT employees. Statistical tools like Factor analysis and step wise regression was applied to understand the level of importance each factor namely career development, decision making, brand value, and performance appraisal has on the commitment of the employees.rnThe findings reveal that best form of HR practices shall impact the organizational commitment of the employee in a positive manner. The results showed that variables like career development, decision making, brand value, and performance appraisal have a positive impact on the affective component dimensions of commitment. Current HRM research has a strong focus how organization can improve employees commitment to the organization. Also the insight gained from this study contribute to the future development of this line of research in other industries also.rn
    Keywords: Employee commitment; IT sector; Affective component; career development; decision making and brand value.

  • What Does It Take to Become a Lifestyle? A Case of an Online-Based Transportation Phenomenon   Order a copy of this article
    by Erlinda Yunus, Sridhani Pamungkas 
    Abstract: This study examines an online-based transportation service, which has become phenomenal in emerging countries. This study aims to reveal the characteristics of the users and identifies factors determining this lifestyle. This study employs a mixed-method approach, which combines a survey with an in-depth interview, to unveil the determinants of the lifestyle. A total of 225 valid data are used to map the motivations of the users and to segment them, followed by a content analysis of 11 in-depth interviews. The results suggest that the online-based transportation users are either Ideal or Achievement motivated and could be segmented into Strivers, Believers, Innovators, Achievers, and Thinkers. Thinkers dominate the user segment. Moreover, this study also uncovers four determinants of the lifestyle across these five user segments, which is cost efficiency, speed, service value, and simplicity. This study is amongst the first to reveal the determinants of choosing an online-based transportation.
    Keywords: Go-Jek services; lifestyle determinants; consumer segments; case study research.

  • Recent developments in Low Cost Carrier Research: A Review   Order a copy of this article
    by Tarun Dhingra, Manish Yadav 
    Abstract: Recent trends in the Low Cost Carrier (LCC) literature is reviewed in this study from 2005-2015.On the basis of systematic review,169 articles located in 20 top air transport journals are categorized into 9 distinct topics/major themes: (1) Airline Strategy; (2) Airline Business Model; (3) Airline Economics; (4) Airline Performance; (5) Airline Market Structure; (6) Airline Operations; (7) Airline Sales & Marketing ; (8) Airline Service Quality; (9) Airline & Airport Relationship. All themes are reviewed & their intra linkages are presented in the study. Concluding thoughts concerns requirement to study and compare various LCC models across the word from the point of view of location, policy, regulations and competition through process and variance based research.
    Keywords: Low Cost Carrier; Airline Business Model; Airline Trend; Airline Strategy; Airport Relationship; Systematic Literature Review.

  • Computer Aided Design based Assembly Sequence Planning: A next stage in Agile Manufacturing research   Order a copy of this article
    by D.T. Sunil, S.R. Devadasan, V.M.M. Thilak 
    Abstract: Today, certain manufacturing companies have developed agile capabilities to react quickly in accordance with the dynamic demands of the customers. These manufacturing companies are regarded by the modern researchers as 'agile manufacturing companies'. Other companies are unable to compete with agile manufacturing companies. In order to facilitate companies to acquire agility, modern researchers are required to identify the next stage of research whose outcome will enable today's manufacturing companies to become agile manufacturing companies. In this background, in this paper, a literature review is reported. At the end of conducting this literature review, the benefits of implementing agile manufacturing and assembly sequence planning were gathered and compared. Based on this comparison, this paper is concluded by suggesting that determining optimal assembly sequences of the components to produce products for implementing agile manufacturing paradigm in today's manufacturing companies shall be the next stage of research.
    Keywords: Agile manufacturing; Computer Aided Design (CAD); Assembly sequence planning: Optimization techniques; Computer aided manufacturing; Literature review.

  • Evaluation of employee brand using typological analysis in Indian airline organization   Order a copy of this article
    by Thamaraiselvan Natarajan, Sridevi Periaiya, Senthilarasu Balasubramaniam, Thushara Srinivasan 
    Abstract: A favourable employee brand gives service organizations competitive advantage. We analyze the typology of employee branding in an Indian airline company using Finite mixture partial least squares (FIMIX-PLS). The employees of Air India, Chennai division were surveyed and the types of employee brands prevalent in the organization were identified. The empirical analysis substantiates the typology by observing the presence of four types in employees namely, all-stars, injured reserves, rookies and strike-out kings. The employees in all-star category have high knowledge of the desired brand (KDB) and perceive that the psychological contract (PC) has been upheld. The KDB of injured reserves employees is high whereas they perceive violation of PC. The rookies employees KDB is low while their PC is favourable. Both the KDB and PC of strike-out kings are low. The result also uncovers department, using Chi-squared Automatic Interaction Detection (CHAID), as a categorical variable that explains the segmentation. The management should enhance brand-centric human resource practices to make the organisation an All-Star.
    Keywords: employee brand; typology; psychological contract; brand knowledge; brand image; competitive advantage; services branding; clustering; FIMIX-PLS; CHAID.

  • Structural modelling approach: The strategy for productivity enhancement in manufacturing industries   Order a copy of this article
    by Raju Kamble, Lalit Wankhade 
    Abstract: The research work is carried to develop a structural equation model (SEM) for exploring key productivity factors to overcome some of the issues related with productivity enhancement and measurement in manufacturing industries. The methodology has been developed in four clearly defined steps, starting with exploratory factor analysis (EFA) which increases confidence in the conceptual model. The Malcolm Baldrige National Quality Award (MBNQA) framework is used to develop basic productivity model. Further best fit measurement model is developed showing acceptable goodness of fit (GOF) indices. Finally, improved productivity SEM having acceptable GOF is developed. The paper relies on a data collected from 311 employees of manufacturing industries. SEM proposes causal relationship among productivity key factors in terms of driver and system elements. From results, five-key factors, incorporating organisational culture, human resource management, management strategy, production methodology, and performance leading to a conceptual model. The quantitative relationship will become a key guideline to develop managerial tool for productivity improvement as well as to develop productivity models for its measurement at various levels in manufacturing industries.
    Keywords: Key factors: Confirmative factor analysis; Productivity; Structural equation modelling; Productivity model; and Causal relationship.

  • Exploration of attributes influencing productivity in opencast mines   Order a copy of this article
    by Padma Charan Mishra, Manoj Kumar Mohanty, Manmohan Mall 
    Abstract: The glorious super cycle of mining industry from 2002 to 2010 is gone. Presently the industry is struggling with a range of challenges concerned with productivity. To identify the productivity influencing attributes, this study specifically aims at exploring such attributes and codifying them with a colour code system in prioritising them in operation action plans. In total 29-attributes collected from previous literatures and field experts were tested through principal component analysis using a purposive or judgemental sampling of 225 and primary data were collected using a 5-point Likert scale from Indian massively deposited opencast mines. Further, based on the loading factors of attributes, a colour codification system was linked to prioritise all impacting attributes. The paper provides an observed insight into the severity-segment to which the productivity hampering attributes belong. The alertness required for each attribute is linked with colour coding. This implication show, priorities can be fixed on productivity influencing attribute in attending them using a colour codification system. Operational Level Management of mining field can address these productivity attributes in a more effective way. The originality lies in sequencing the productivity influencing attributes based on a colour coding priority system. Implementation of this approach can transform operational strategies in enriching opencast mining field.
    Keywords: Indian opencast mines; Productivity; Exploratory Factor Analysis; Colour coding.
    DOI: 10.1504/IJBEX.2019.10010190
    by Satish Chandra Ojha 
    Abstract: The aim of this study is to experimentally inspect the intervention impact of cognition variables on the relationship between technology and brand selection in Indian retail. A quantitative technique was utilized to test the model of which was produced for the reason of the study. The model included technology dimensions, cognition and Brand selection. The research data were collected from the population of Kanpur region for the purpose of this study. The major finding of this study is that cognition variables which constitutes of perceived quality and service quality, mediates the relationship between technology and brand selection.
    Keywords: Brand selection; Indian Retail; Mediation effect; Perceived quality; Service quality; Technology.

    by Basant Chaurasia, DIXIT GARG, Ashish Agarwal 
    Abstract: The purpose of this paper is to demonstrate widespread to improve first through (FTT) and reduces scrap formation through the strategic application of Lean Six Sigma (LSS) in the Indian automotive industry. Data used in this research was taken from Indian automotive plant in year 2014-15 during fifteen months, through onsite subtle observations, views of authors, semi structured interviews with staff, discussion with Six Sigma experts and internal documents .The comprehensive Lean Six Sigma strategy DMAIC (an acronym for Define, Measure, Analyze, Improve and Control) was used to achieve the desired target overcome low FTT and high scrap generation. Lean six sigma strategy will proactively work as competitive tool for insipid economical growth of automotive companies. The prime target of the case research was to ameliorate FTT and scrap curtailment. During the case research, result witnessed through LSS strategy FTT had been improved 21.21 percent and scrap genesis reduced 12.80 percent in fifteen months duration. The paper contributes to witnessed evidences that demonstrate the effectiveness of LSS within the automotive industries. Although, industries have their own experts and business analyst, moreover research study may provide influential help to improve FTT and scrap reduction in ongoing situation with help of LSS tools value stream mapping, SIPOC diagram, fishbone diagram, Pareto chart and validation method.
    Keywords: Lean Six Sigma; DMAIC; Value Stream Mapping.

  • Does emotional stability mediates the relationship between self-disclosure, personality integration, social adjustment   Order a copy of this article
    by Nagendra Singh Nehra, Santosh Rangnekar 
    Abstract: The present study explores the relationship between self-disclosure, personality integration, and social adjustment. The study further investigates whether emotional stability acts as a mediator between the said relationships. Capitalization theory has been used as the supporting theoretical lens to examine the proposed relationship. This research uses a paper and pencil based questionnaire survey of 290 employees of public and private sector organizations. Multiple hierarchical regression analysis was employed to analyze the data. The results reveal that self-disclosure is positively associated with personality integration and social adjustment. The results further demonstrate that emotional stability acts as a partial mediator between self-disclosure and social adjustment. The results also show that emotional stability does not mediate the relationship between self-disclosure and personality integration. The findings of this study are expected to be of great help to organizations while recruiting and selecting a talented lot that is emotionally stable and socially adjustable. This is the first study to test these associations, especially in a South Asian context, thus making a unique contribution to existing body of literature. Besides, this study conducted a cross-sectional survey, which build on self-reported data and does not take the issue of causality in to account. Future studies may use a longitudinal research design to overcome this limitation. This study suggests that conducting regular training and counseling sessions at workplace to train employees, and to develop emotional stability and self-disclosure traits, is crucial so that employees are able to display social adjustment at workplace.
    Keywords: Emotional stability; personality integration; self-disclosure; capitalization theory; social exchange theory; Indian context.

  • Understanding the Connect Between Digitalization, Sustainability and Performance of an Organization   Order a copy of this article
    by Moid Ahmad, James Murray 
    Abstract: Digitalization of organizations is rampant in current times. For both Government (Digital India initiative) and commercial organizations, connectedness to a digital platforms is required and investment in digital platforms is a competitive priority. This investment also has strategic implications as it has the capability to reduce certain costs and enhance the effectiveness of an organizations systems. Going digital involves many indirect benefits and also direct costs. Thus, it becomes imperative to understand the cost and benefit structure of digital platforms in organizations and the effectiveness of such platforms. The basic premise of this study is to understand the effect of digitalization on the business and efficiency in an organization which has chosen investments in digital assets and Information Technology. This research paper tries to answer a very basic question on the effect and effectiveness of digitalization on companies and analyzes the effect. Investment in information technology was found to be positive and highly correlated with Sales and moderately correlated with PAT. The regression analysis also indicates that Sales and PAT have positive coefficients for IT investments. One significant finding of the study is that the effect of digital investment was positive on PAT and Sales.
    Keywords: Digitalization; Digitization; Sustainability;Vector Auto Regression; operational efficiency ;Sales.

    by Monica Ravi 
    Abstract: This article aims to develop and test a research model that explores and investigates the role of core-self evaluations, pro-active personality and leader-member exchange as the influencers of work engagement and its impact on task performance. The relationships were tested via structural equation modeling using data collected from a sample of program analysts from IT sector with special reference to TIDEL Park, Coimbatore. The findings indicate that all the identified influencers namely core-self evaluations, pro-active personality and leader-member exchange have emerged as significant influencers of work engagement (R2=.69). Furthermore, work engagement had a significant impact on task performance (R2=.50). Special focus and initiatives have to be harnessed on having good LMX and recruiting employees who are proactive and who have core-self evaluations as they have shown significant impact on work engagement and hence task performance. Organisations must focus on creating and establishing these influencers in the workplace since it leads to employees being engaged and consequently task performance. Implications for theory and practice are discussed.
    Keywords: core-self evaluations; IT sector; leader-member exchange; pro-active personality; program analysts; task performance; work engagement.

  • Influences of strategic management accounting on firm profitability of information and communication technology businesses in Thailand   Order a copy of this article
    by Kornchai Phornlaphatrachakorn 
    Abstract: The objective of this study is to examine the influences of strategic management accounting on firm profitability of information and communication technology businesses in Thailand. In this study, 194 information and communication technology businesses in Thailand are the samples of the study. Interestingly, strategic costing significantly leads to information richness and goal achievement while strategic performance measurement importantly relates to organizational excellence. Next, strategic decision making critically links to information richness, organizational excellence, goal achievement, and firm profitability; competitor accounting explicitly affects information richness; and customer accounting efficiently influences organizational excellence, goal achievement and firm profitability. Lastly, information richness is significantly related to organizational excellence, goal achievement and firm profitability while organizational excellence and goal achievement are importantly linked to firm profitability. In summary, strategic management accounting is a key source of competitive advantage and performance.
    Keywords: Strategic management accounting; strategic costing; strategic performance measurement; strategic decision making; competitor accounting; customer accounting; information richness; organizational excellence; goal achievement; firm profitability.

  • Train Specific Services and Commuter satisfaction of Delhi Metro: An Empirical Analysis   Order a copy of this article
    by Govind Srivastava, Manoj Dash 
    Abstract: Public transport organizations are adopting customer centric approach to provide cost effective, comfortable, convenient services to commuters due to deregulation, availability of alternative mode of transportation and increasing expectation of the customers. Customer satisfaction is outcome of customer centricity, service quality and service orientation of organization and it has become key result area for all the organizations irrespective of nature and type of the business. The present study has been undertaken to identify the factors that have major impact on train specific service satisfaction of commuters of Delhi Metro. In this study total 1015 samples were collected from all the 160 metro stations using survey method and inferential analysis was applied to analyze the data. The major finding of the study depicts that the factors which directly influence the senses of commuters have most significant impact on satisfaction of commuters. and delay of the train, crowded train in the peak hours and jerking of the train are adversely influencing passenger satisfaction . This study arranges the factors in a hierarchical order keeping in mind relative importance of each factor from perspectives of commuters and intends to identify the area where attention needs to be given by the Metro Railway.
    Keywords: Passenger satisfaction; Credence services; Train Specific Services; Service quality; Customer centricity.

  • Evaluating Impact of Corporate Social Responsibility on Organizational Identity with the Mediating Role of Ethical Climate   Order a copy of this article
    by Vahid Fattahi Sarand, Ali Shaemi Barzoki, Hadi Teimouri 
    Abstract: Today, organizational identity is one of the most challenging issues of the organizations. The aim of this paper is to evaluate the impact of corporate social responsibility on organizational identity with the intermediary role of ethical climate. This research was an applied one and its population involved 395 employees of Tractor Sazi Industrial Services Company. 195 individuals were selected as the sample through a formula of sampling. Three questionnaires were used to collect data. The validity of the questionnaires were confirmed as the verbal and construct validity and their reliability were obtained using Cronbach's alpha coefficient. A structural equation model with partial least squares approach was performed to test the hypotheses. The results of the research show that without the presence of intermediary variable of ethical climate, the effect of corporate social responsibility on organizational identity is positive and meaningful. That is, if the intermediary variable of ethical climate is added to the relationship between corporate social responsibility and organizational identity, the direct role of corporate social responsibility will not be meaningful, which can be indicating of the strong effect of the mediating variable of ethical climate on the relationship between corporate social responsibility and organizational identity.
    Keywords: corporate social responsibility; Organizational Identity; Ethical climate.

  • How Enterprise Architecture influences Strategic Alignment Maturity: Structural equation modeling   Order a copy of this article
    by Mona Jami Pour, Mohammad Reza Fallah 
    Abstract: Despite increasing investment on IT projects, the business expectations dont met yet. Hence, proving the value of IT investment is fundamental debate of information system (IS) researches. In particular, IT-business alignment is critically important because of its substantial impact on the value generated by the investment in IT. Strategic alignment remains a top concern for business and IT executives therefore organizations have deployed different approaches to reach strategic alignment and finally competitive advantage. Enterprise architecture (EA) has been viewed as an effective approach for managing IT assets as well as aligning IT investment and business requirement. Yet, empirical research on the how EA practices effect strategic alignment is lagging.rnThis paper empirically investigates the relationship between EA practices and Strategic alignment and indicates that EA would be viewed as an enabler for strategic alignment maturity. rnrn
    Keywords: IT-business alignment; Enterprise Architecture (EA); Enterprise Architecture Maturity (EAM); Strategic alignment maturity (SAM); Structural equation modeling (SEM).

    by R. Srilalitha, M.V. Supriya 
    Abstract: Spiritual theories in India, are based on the principle of unanimity, integrating physical, mental, emotional and spiritual aspects of people through Dharma (righteousness). Towards that, the Bhagavad Gita highlights the practice of spirituality and ethics in workplace. This study primarily aims to introduce the underlying dimensions of workplace spirituality in Hinduism taking excerpts from the Bhagavad Gita. This is a conceptual paper that adopted a qualitative research to conduct a comprehensive review of literature from the last 20 years that are fundamental in understanding the evolution of workplace spirituality and tracing its roots in Bhagavad Gita. Insights from Bhagavad Gita on each dimensions of workplace spirituality were studied copiously. We have defined workplace spirituality from a new perspective and delineated its dimensions as a persistent positive state of work environment that promotes spiritual awakening and enhances business ethics. As part of a larger study, this paper, investigates how spirituality influences ethical behaviors of people at different stages, maximizing the triple bottom line, finally resulting in peace.
    Keywords: Bhagavad Gita; Business ethics; Karmayoga; Peace; Triple bottom line; Workplace spirituality.

  • Design of Agile Supply chain model for footwear industry   Order a copy of this article
    Abstract: Agile supply chains aid manufacturing companies to produce quickly innovative products and offer innovative services which will delight the customers. This paper reports a research in which an exclusive model for developing and managing agile supply chains in footwear industry was designed. This model is named as agile supply chain for footwear industry (ASFI). ASFI has been designed for implementation in footwear manufacturing companies through eleven steps. On implementing these steps, agile supply chains are developed and managed in the footwear manufacturing company. The unique feature of ASFI model is that it is incorporated with both the theoretical and practical knowledge which make the development and management of agile supply chains systematic and practical for enabling the footwear manufacturing companies to face the intensification of competition and emerge as winners in the global markets.
    Keywords: Agile manufacturing; supply chain management; agile supply chain management; footwear industry; innovative ideas; information technology.

  • Why do Hypermarkets Extend their Brands to a Growing Number of Products?   Order a copy of this article
    by Hasliza Hassan, Muhammad Sabbir Rahman, Abu Bakar Sade 
    Abstract: Hypermarket brand extension products were introduced to the market some time ago and now include a growing number of product lines. This research looks at the brand value of hypermarket brand extension products through consumer experience and brand personality in the Malaysian market. Hypermarket brand extension products have a significant positive relationship with consumer experience and brand personality. Consumer experience also has a significant positive relationship with brand personality and brand value. However, the findings are not able to prove that hypermarket brand extension personality influences the overall brand extension value. Hence, consumer experience is the key to boosting the demand by consumers for hypermarket brand extension products. This research provides insights into developing the value of hypermarket brand extension products for practitioners and offers further thoughts for research scholars seeking a deeper knowledge of this field.
    Keywords: brand extension; brand personality; brand value; consumer experience; hypermarket; product.

  • Configuration of Organizational Justice and Social Capital: Their impact on Satisfaction and Organizational Commitment   Order a copy of this article
    by Heru Tjahjono, Olivia Fachrunnisa, Majang Palupi 
    Abstract: This study argues that the limited information of individuals in responding to organizational policies forces them to evaluate justice subjectively. Referring to social identity theory, this study proposes social capital as a key factor in explaining individual behavior in evaluating distributive justice and procedural justice. An individuals high social capital tends to be oriented towards groups with different justice principles. Applying an experimental design, this research discusses the controversies of the impact of distributive and procedural justice on job satisfaction and organizational commitment. The substantial finding in this research explains that contextual aspects, such as distributive justice, procedural justice, and social capital, play a large role in elaborating satisfaction and organizational commitment. rn
    Keywords: distributive justice; procedural justice; social capital; satisfaction and organizational commitment.rn.

  • Taxonomy of Innovation Capability Framework with Future Directions   Order a copy of this article
    by Juhi Raghuvanshi 
    Abstract: Different frameworks on innovation capability have evolved especially during the last five years and it is developed under several determining factors of various organizations. However, the divergence of the research outcome makes the innovation capabilities quite complicated to well understand its utilization in practice. This study presents taxonomy of available literature and knowledge in relation to innovation capability to realize how innovation capability is approached and estimated by various authors, its conceptualization and to provide a path for future research in this field of study. Based on a systematic review of studies on framework of innovation capability published between 2000 and 2014, a framework which brings together various variables enhancing innovation capability of any organization is proposed and discussed. Results highlight several ways which would help practitioners, academicians and policy makers to further enhance innovation capability and the researchers to channelize their efforts in studying the phenomenon more meaningfully.
    Keywords: Innovation capability; Firm performance; Systematic review; Taxonomy.

  • Total quality management practices and their impact on performance (Case study of Royal Jordanian Airlines)   Order a copy of this article
    by Rateb Sweis, Nida' Mohammad Abu El Hawa, Nadia Sweis 
    Abstract: This study aims to examine the relationship between TQM practices and the organizational and quality performance of the Royal Jordanian Airlines and to specify which of the studied practices control the performance. The methodology used in this research is based on a questionnaire survey. The independent variables included the TQM practices (Top Management Commitment, Training and Education, Teamwork and Continuous Improvement) and the dependent variables are the organizational performance and quality performance. The data were obtained from 179 members in the top managerial positions of the RJ out of 247. A statistical analysis (SPSS) was used to analyze and examine the study hypotheses, correlation analysis was employed to test the validity of the procedure. Reliability and validity were examined along with measuring central tendency. Findings reveal a strong relationship between TQM practices and organizational and quality performance of the Royal Jordanian Airlines. However, a significant relationship between the level of continuous improvement and teamwork and the RJ performance. The study recommends that managers should consider TQM practices to enhance performance, allocate resources and develop an environment that supports continuous improvement ideas.
    Keywords: Total Quality Management; organizational performance; quality performance; Royal Jordanian.

  • Assessing lean thinking using Value Stream Mapping in a manufacturing unit-A case study   Order a copy of this article
    by Jagdeep Singh, Harwinder Singh, Surjit Kumar Gnadhi 
    Abstract: This paper aims to assess the lean manufacturing thinking using value stream mapping (VSM) concepts in an electronics manufacturing organization. Using value stream concepts, both current and future states maps of the organizations shop floor scenarios have been discussed. The research begins with collection of the process information through which, current value-stream map is generated, which reflects the current scenario of the operations. Considering the problems in the current state of production, a future value-stream map was suggested to bridge the gap and to serve as a guide for future operations. The conducted study through application of VSM resulted in an overall reduction of 16.22 % in the processing time, 37.56 % reduction in the lead time and 30% reduction in inventory. There was an overall 33.65 % addition in the value added ratio, which gained wide acceptance from the management.
    Keywords: Value Steam Mapping ; manufacturing Industry.

  • Re-examining the link between occupational stress and burnout in a Sub-Saharan African nation: the precursor and moderating roles of organisational and social support.   Order a copy of this article
    by Ahmed Agyapong 
    Abstract: Taking the perspective of banking employees in a sub-Saharan African nation, this study focused on re-examining the link between occupational stress and burnout. In contributing to knowledge and practice, we made a case that organisational support (OS) and social support (SS) are precursors of burnout and also moderators in the stress-burnout link. The study relied on data collected using questionnaires from 411 bank employees in Ghana and examined its propositions using hierarchical regression analysis after validating the instrument using CFA. Results obtained indicate that stress has the strongest association (positive) with burnout. This was followed by OS (negative), and then SS (negative). In terms of the moderating role, only OS was found to significantly marginalizing the positive effect that stress has on burnout. Based on these results, we concluded that while job stress cannot be entirely eliminated, internal avenues and managerial actions that escalate job stress should be controlled. In addition, the study suggests that the industry puts in place supportive work atmosphere and help employee develop and strengthen social connections and interactions that employees have outside their organisations.rnrn
    Keywords: Occupational Stress; Organisational and Social Support; Burnout; Bank Employees in Ghana.

  • Diagnosing Entrepreneurial Networks: Using Failure Mode and Effect Analysis   Order a copy of this article
    by Mohammad Zarei, Sayed Mohammed Talebi, Behrouz Zarei 
    Abstract: While entrepreneurial networks are crucial for entrepreneurs in terms of acquiring resources and recognising opportunities, a few practical tools have been introduced to diagnose such networks. Using a longitudinal Action Research as a methodology during a six-month period we attempted to analyse and improve an entrepreneurial network. For this aim a small and medium-sized enterprise (SME) from Iranian floral industry was chosen to be closely investigated. We contributed to the field by employing failure mode and effect analysis (FMEA) as a technique for discovering potential failures in the entrepreneurs network. The results showed that, not only FMEA has a great potential to be employed by entrepreneurs for analysing their business networks, but also the technique can help entrepreneurs to increase the overall performance of their businesses by predicting and avoiding failure risks. Furthermore, the results declared that, FMEA can also help entrepreneurs to manage their business relationships with their key actors in an efficient way.
    Keywords: Entrepreneurial Networks; Business Networks; Social Capital; Entrepreneurship; Egocentric Studies; Ties in Social Networks; Network Visualisation; Action Researches; Failure Mode and Effect Analysis; Potential Failures Risks; Risk Priority Number (RPN).

    Abstract: This study investigates the extent to which participation in budgeting leverages task performance through trust and self-efficacy. To achieve the goal of this research, we conducted a survey involving the service industry, particularly among banks listed on the Indonesian Stock Exchange. We distributed questionnaires to bank employees and received 97 completed and usable responses. We performed SmartPLS statistical analysis and determined that the participation in the budgeting process, directly and indirectly, leverage task performance through self-efficacy. The result indicates that self-efficacy mediates between budget participation and task performance. However, trust does not stimulate the relationship between the two processes. This research contributes to the field of management accounting for the service sector and low-level employees.
    Keywords: participatory budgeting; employee trust; self-efficacy; task performance; banking industry; management accounting.

  • The Impact of Training Effectiveness among Potential Entrepreneurs in Business Organizations: A Mediation of Opportunity for Participation in Bauchi State, Nigeria   Order a copy of this article
    Abstract: The main objective of this study is to evaluate the training effectiveness on potential entrepreneurs through opportunity of participation given on a task in an organisation. The methodology used in this study is a survey research design through a quantitative approach. Questionnaires are used in collecting data in a cross-sectional survey. The data was analysed using the special package for social sciences (SPPS). Pearsons correlation co-efficient and regression analysis were conducted. Sobel test was also conducted to confirm the mediating effect of opportunity of participation. The findings revealed that there is a positive relationship between training effectiveness (Kirkpatrick Four Levels) and potential entrepreneurs performance. The regression analysis indicates opportunity of participation has been a dominant factor in the relationship between training effectiveness and potential entrepreneurs performance. The integration of a mediator in the frame contributes to Kirkpatrick model in the extant training and development as well as entrepreneurship literature. Furthermore, policy makers and HR departments of business organizations will have more appreciation of how training can be appropriately evaluated more particularly, the on-the-job training for an improved performance.
    Keywords: training effectiveness; Kirkpatrick; opportunity for participation; (work environment); potential entrepreneur’s performance.

  • Connecting the dots between CSR and brand loyalty: The mediating role of brand experience and brand trust   Order a copy of this article
    by Imran Khan, Mobin Fatma 
    Abstract: The study proposes a model that extends the corporate social responsibility (CSR) literature by bridging a gap concerning the mediating effect of brand experience and brand trust on CSR brand loyalty linkage. A survey with 354 respondents around the shopping malls with the consumers of fast moving consumer goods (FMCG) is employed to test the hypothesis. Findings indicate that there is no direct impact of consumer perceived CSR on brand loyalty. The consumer perceived CSR influences the brand loyalty through the mediation of brand experience and brand trust. The indirect effect of CSR on brand loyalty through brand experience is stronger in comparison with the indirect effect through brand trust. Hence, this study emphasize that consumer perceived CSR alone is not sufficient to improve customers loyalty towards the brand. FMCG brands need to create unique and memorable brand experiences to gain brand loyalty along with indulging in CSR activities.
    Keywords: Corporate social responsibility; Brand loyalty; Brand experience; Brand trust.

  • Prioritization of the entrepreneurship factors in banking industry using FAHP and Fuzzy TOPSIS   Order a copy of this article
    by Fatemeh Metvaee 
    Abstract: The purpose of this study was to prioritization of the entrepreneurship factors in banking industry in Iran .Research is describing that it was conducted to survey method. The Statistic populations of this research are firms including Commercial Banks, Specialized banks, Private Banks as the expert\'s population and a sample of 30 experts were selected. FAHP, the fuzzy TOPSIS methods were used to analyze the data. The main instruments used for gathering the data in this study were questionnaire. In this study, firms including Commercial Banks, Specialized banks, Private Banks were ranked regarding to sub-scales related to different levels of factors effective entrepreneurship of banking industry by using Fuzzy hierarchical analysis (FAHP) and Fuzzy TOPSIS. The results of both methods for the given companies suggested the greater importance of private bank compared with Commercial Bank and specialized bank for the banking industry. Considering the factors affecting the success of entrepreneurship, it was concluded that structural factors compared with other factors were placed in the first priority. According to the measure of structural factors, structure was of paramount importance.
    Keywords: Entrepreneur; Entrepreneurship benefits; FAHP; Fuzzy TOPSIS.

  • Entrepreneurship Education Management in India
    by Bharucha Jehangir 
    Abstract: This study explores the entrepreneurial intent and perceptions on entrepreneurship education among among post graduate business students what may be India’s next generation of entrepreneurs. Data collection occurred in several stages and responses were collected from the four cities of Mumbai New Delhi, Jalandhar and Bengaluru, also known to be study hubs. The opinions of 190 postgraduate business students, 14 former students and Directors/ Deans of eight business schools have been taken. This study indicates that еntrеprеnеurship еducаtiοn powerfully motivates young people to start their own venture. It has а pοsitiνе impact on self-esteem and channelizes the latent potential of students in a concrete direction. Each of these institutions has active "e-cells”. The practical dimensions of entrepreneurship education in India strengthens the attitudes, knowledge, confidence and creative abilities of the youth. In a changing India it is now difficult for young pеοplе to find the trаditiοnаl ‘jοb-fοr-lifе’ cаrееrs. Еntеrprisе еducаtiοn is thеrеfοrе looked upon as а vital prerequisite to prepare the youth for the dynamics of the job market.
    Keywords: Entrepreneurship, Entrepreneurship education, business students, youth.

  • Examining the Relationship Between Critical Success Factors of Total Quality Management Implementation and Business Performance: A Structural Equation Modelling Approach
    Abstract: The objective of the study is to examine the relationship between critical success factors of total quality management implementation and business performance. A survey method of data collection was adopted to collect primary data from small-scale manufacturing organizations in a regional manufacturing cluster. The two-step structural equation modelling approach is followed to examine the relationship between critical success factors of total quality management implementation and business performance. The study identified seven critical success factors such as top management commitment, customer focus, strategic planning, process management, people management, leadership, and supplier management which play a major role in determining the success of quality management practices. The study also found that there is a strong positive relationship between total quality management practices and business performance, and contributes to the growing body of literature.
    Keywords: quality; TQM; total quality management; business performance; organizational performance; manufacturing organizations; critical success factors; structural equation modelling.

  • Evaluation and selection of third party logistics services providers using data envelopment analysis: a sustainable approach   Order a copy of this article
    by Nirupam Choudhury, Rakesh D. Raut, Bhaskar B. Gardas, Manoj G. Kharat, Sankalp Ichake 
    Abstract: Third party logistics service providers (3PLSPs) evaluation and selection for a long-term as well as a strategic partnership is a very crucial and critical task and it is continually associated with uncertain challenges. To remain efficient and competent in the dynamically changing world of 21st century, organisations have reinforced their supply networks by building strategic partnership among both local and international suppliers. Adding to these, there are growing concerns from stakeholder for ensuring implementation of sustainability dimensions. The aim of this paper is to measure and compare the relative efficiency of the existing 3PLSPs based on the technical and sustainable criteria by using a data envelopment analysis (DEA), to find the best among the 3PLSPs portfolios, for the purpose of selection. Finally, a case study in a manufacturing firm is presented to demonstrate the potential use of the model.
    Keywords: sustainability; multi-criteria decision making; MCDM; evaluation; third-party logistics service providers; 3PLSPs; data envelopment analysis; DEA; selection.

  • Loyalty programs in the pharmaceutical retail: the impact of a network loyalty program on the pharmacy loyalty   Order a copy of this article
    by Helena Nobre, Catarina Rodrigues 
    Abstract: The paper aims to explore the role of network loyalty programs (LPs) in the pharmaceutical retail industry. A questionnaire, directed to the members of a network LP, was carried out in a community pharmacy, in order to test the various relationships in a conceptual model. Results indicate that the positive effect of program perceived value on store loyalty is strengthened by the existence of program satisfaction and program loyalty, suggesting that a network loyalty program may be a source of competitive advantage for pharmacies. However, due to its nature, a network LP may solely increase sales but not generate true loyalty toward the pharmacy. In that case, firms should rethink their efforts on the program. A clear strategy, consistent relationship marketing initiatives, and an effective communication on LP's value proposition are needed to generate differentiation advantages and commitment toward the program and the pharmacy. Contributions to pharmacy management are offered.
    Keywords: loyalty program; community pharmacy; network loyalty program; program perceived value; store loyalty; program satisfaction.
    DOI: 10.1504/IJBEX.2018.10005735
  • Exploring the antecedents of innovation performance: the roles of entrepreneurial orientation, learning orientation and organisational learning   Order a copy of this article
    by Sayyed Mohsen Allameh, Rashid Khalilakbar 
    Abstract: This paper analyses the effect of entrepreneurial orientation (EO) on learning orientation (LO), the relationship between them and their effect on organisational learning (OL) and innovation performance (IP) in small and medium-sized enterprises (SMEs). A cross-sectional research design, drawing on a questionnaire survey, was employed to collect data from a sample of Iranian SMEs. The results obtained from structural equation modelling analyses revealed that EO positively affects the LO and OL levels in SMEs. In addition, OL was found to be a significant antecedent of innovation performance. These findings have important implications for academies, practitioners, and economic policy makers.
    Keywords: innovation performance; entrepreneurial orientation; learning orientation; organisational learning.

  • Prioritising retail service quality determinants: a study in the context of India   Order a copy of this article
    by Nirmalya Bandyopadhyay 
    Abstract: The study explores the service quality of Indian departmental stores to prioritise service quality determinants from the customers' perspective. The analytic hierarchy process (AHP) method is employed to achieve the objective of prioritisation of service quality determinants. At the dimension level, professionalism was found to be the most important factor, followed by physical aspects and policy. On the basis of composite priority, prompt service (0.113) was found to be the most important service attribute followed by fulfil promises (0.094), availability of merchandise (0.078) and timing of service (0.073). The approach adopted in the present study guides the marketer to understand the firm's competitive position vis-à-vis the competition.
    Keywords: retail service quality; analytic hierarchy process; AHP; modified RSQS; India.

  • Infusing functional agility in pump industry by using Bluetooth enabled mobile phone   Order a copy of this article
    by V.M.M. Thilak, S.R. Devadasan, M. Vinod, D.T. Sunil 
    Abstract: Infusing functional agility refers to the task of developing products that are incorporated with innovative features and 'state-of-the-art' smart technologies for delighting the customers who would possess and use them. In the research reported in this paper, the nuances of applying mobile phone enabled Bluetooth technology for infusing functional agility characteristics in pump industry was investigated. In this endeavour, a prototype to be connected to a type of pump called shallow well jet pump was designed and fabricated. In the mobile phone unit, an application called 'smart jet pump' was developed. Interactions were developed between the Bluetooth modems installed in both prototype and mobile phone. Using the application installed in the mobile phone, the user can remotely operate the pump and know the liquid levels in both sump and the tank. These functional agility characteristics were found to be practically feasible and economical for adoption in pump industry.
    Keywords: agility; agile manufacturing; pump manufacturing; Bluetooth technology; android operating system; mobile phone.

  • The first decade of service dominant logic research - a bibliometric analysis   Order a copy of this article
    by Sérgio Vinhas Da Silva, Nélson António, José Crespo De Carvalho 
    Abstract: This paper provides an analysis of the first decade of research on the service-dominant logic (S-D logic) approach to marketing. It adopts a multi-step methodology the use of bibliometric techniques. 1,036 bibliographic records were initially identified. These were subject to two refinement stages, resulting in a total of 540 records which consisted of publications from 975 authors, published in 162 journals. Statistical analysis identified the most influential academic institutions, journals and articles in this particular field of research, revealing their character in terms of types of publication, its geographical distribution, and annual output. Four clusters of journals in regards to their output versus citation impact were further identified, with six journals divided in two groups emerging as the leading journals in the field of S-D logic.
    Keywords: service-dominant logic; S-D logic; bibliometric studies; citation analysis; journal impact.

  • Increasing reliability and productivity in hypermarkets by queuing theory analysis and a smart shopping cart-based system   Order a copy of this article
    by S. Yeshwant Raj, K. Karthee, S. Kalyana Sundaram, M. Nishal, K. Ram Prasad 
    Abstract: One of the bothering and unavoidable things in most of the shopping centres is billing. This paper focuses on developing an alternative methodology to the existing one by using time study and queuing theory. With help of results, a new methodology is proposed to increase the productivity, swiftness of shopping. The proposal is to departmentalise the billing process and implant smart billing concepts like localised self initiated billing counters or customised trolleys to bill products. This new study results in time saving in the queuing and billing process. The cart is designed using CREO 2.0 software and made smart with the help of wireless sensing devices. With the burgeoning role of wireless sensing devices such as bar-code scanners, this application can be extended to the consumer market such as a supermarket where manual-billing process becomes cumbersome and at the same time involves a hefty waste of time and labour.
    Keywords: hypermarket; queuing; barcode; wireless sensors; reliability; productivity.